With a chat system in place and properly trained chat agents, or a good AI, that offer prompt and helpful responses, your organization can greatly increase its online customer conversion rates. Here are some of the most important things to consider when setting up your online chat.

1. Consider Its Purpose

Take a step back and think about what you are hoping to accomplish with the chat system. For instance, chat systems can be used to help drive sales, improve customer experience, and/or reduce costs on customer service. It is difficult to master all three goals at once. Define and then focus on its core purpose when building the chat system. – Matthew Podolsky, Florida Law Advisers, P.A.


2. Keep a Consistent Tone

Remember that customers expect your chat system to keep them engaged and answer their questions. Consider the tone of your live chat and if it matches your target audience. Is it consistent throughout multiple different conversations? If it’s formal one second and casual the next, it’ll confuse users and likely urge them to leave your site. – Jared Atchison, WPForms


3. Track Common Questions

When establishing a customer chat system, be sure to track common questions. By tracking the most commonly asked questions, you can then create standard answers or canned responses which allow your customer chat agents to improve their response time and help more customers. Tracking common questions can also help you improve your onboarding process to reduce customer service issues even further. – Stephanie Wells, Formidable Forms


4. Leverage the Power of Artificial Intelligence

Chatbots provide 24/7 support to the customers, increasing your efficiency while saving on costs. Implementation of chatbots, in which the common queries and FAQs are resolved and the advanced higher level problems are handed over to the human counterparts, helps companies save costs and have better customer relations in the long run. The system needs to evolve with the changing needs of customers. – Rahul Varshneya, Benchpoint


5. Make Sure Employees Can Answer Questions

In many cases, a chat app will be the first contact with new customers. This is a crucial opportunity to set the tone of the relationship. The employees managing the app must be able to answer most questions for the visitor, and if they are unable to, they can point the customer in the right direction. If a customer leaves the chat feeling less informed than when they started, you may have lost them. – Jeff Pitta, Senior Market Advisors


6. Don’t Keep Customers Waiting

Customers expect an immediate answer to instant chat. With email or support tickets, customers understand that they’ll get a response, but they don’t expect it immediately. With instant chat, they expect a response in a conversational time frame. Make sure someone is available to respond, or, failing that, display a message that lets customers know they’re in for a wait. – Corey Northcutt, Northcutt Enterprise SEO


7. Monitor and Measure Results

Are you tracking how well your chat system is helping its customers or leaving it up to chatbots entirely? Chat systems have no use for your business if they aren’t performing well and doing their job, and a way to find out is by tracking how it’s performing with users. If issues aren’t being resolved quickly enough, it’s time to rethink how your chat system is helping or hindering your business. – Chris Christoff, MonsterInsights


8. Make Sure You Have a Typing Indicator

When a customer starts interacting with your chat system, you want to keep them there and keep them engaged. If they type a message and nothing happens, you run the risk of them abandoning the conversation before it even starts. So, make sure you have a typing indicator in your customer chat system. That way when a customer sends a message, they’ll know someone is getting back to them. – John Turner, SeedProd LLC